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Polycom Auto Provisioning Guide

Telzio offers support for Polycom Zero Touch Provisioning (ZTP), also known as auto provisioning.

Auto provisioning allows for remote configuration of IP phones so you can manage all your devices from your Telzio dashboard without every touching them physically.

Please Note: Telzio's auto-provisioning feature is currently in beta stage. Please send an email to beta@telzio.com if you would like to gain access to this feature.

Table of Contents

How Polycom ZTP Works with Telzio

When you add a phone to Telzio's Auto Provisioning service, we automatically submit it to Polycom's central ZTP service. This lets Polycom know, that if they ever get any provisioning requests from your phone, then they should redirect that request to Telzio.

Your phone is born with an encrypted certificate from the factory, which is unique to your phone and it's mac address only. This certificate is then used to prove the legitimacy of the phone's requests.

When a new phone (or one that has just been Factory Reset) connects to the internet, it will first contact Polycom and then get redirected to Telzio's auto provisioning servers, where it will receive it's configuration.

Compatibility

Only phones running UCS 3.3.2 or later, and with a factory installed certificate, can connect to Polycom ZTP. Phones running UCS 4.0.8 will automatically try to connect to Polycom ZTP, where older versions need a small configuration change after being Factory Reset. See the Troubleshooting section if your phone does not get provisioned automatically.

How to Connect Your Phone to Telzio

Important: Before you begin, make sure your phone has been Factory Reset.

Add the Phone to Devices

Follow these steps to add your phone to Telzio's Auto Provisioning service.

  1. Navigate to Devices and press New Device. You must be logged in as Account Owner, Administrator or a user with permissions to manage Devices.
  2. Give your phone a recognizable Name (for example "Front Desk Phone"), and enter the MAC address of the phone. You can find the MAC address on a white label on the back of the phone.
  3. Select Polycom as the Brand, and select the Model of the phone you are provisoning.
  4. Select which User you want to configure onto the phone, and optionally select a Device Group. 
  5. Press Add Device.

Verify Polycom ZTP

To verify that Telzio was able to add the phone to Polycom's central ZTP service, scroll down to the section named "Polycom ZTP (Zero Touch Provisoning)".

If you see a green checkmark with the text "Enabled", then you are ready to connection your phone to the internet.

How to Factory Reset a Polycom Phone

Factory Reset Polycom VVX

You can Factory Reset your VVX phone via the phone's menu or by pressing some of the dialpad's keys during startup. 

Reset via The Phone's Menu

Follow these steps to factory reset the phone via the phone's hardware button and LCD screen.

  1. Using the buttons on the phone, navigate to: Menu Settings Advanced Administration Settings Reset to Defaults
  2. Then select Reset to Factory You may be asked to enter the phone's administrator password - this is by default "456".

Reset by Pressing Keys at Startup

If you do not have access the the phone's on-screen menus, it may be necessary to force a Factory Reset during startup. 

  1. Power off the phone, wait 10 seconds.
  2. Power the phone on and be prepared to press and hold the keys listed in the table below.
  3. When you see the phone's welcome screen with a countdown, immediately press and hold the key combination for your phone's model.
  4. When asked, enter "456" as the password and press "OK".
VVX 300, 310, 400, 410, 500, 600 Press and Hold: 1, 3, 5
VVX 1500 Press and Hold: 4, 6, 8 and *

Factory Reset Polycom Soundpoint

Follow these steps to Factory Reset your Polycom Soundpoint phone. You can do this via the phone's menu or by pressing and holding a key combination when the phone is starting up.

Reset via The Phone's Menu

  1. Select MenuSettingAdvanced
  2. Enter the Administrator password and press Enter. This is by default 456 - if that doesn't work, try the other method below.
  3. Navigate to Admin SettingsReset to DefaultReset Local Configand press Yes

Reset by Pressing and Holding a Key Combination

  1. Power your phone off.
  2. Get ready to press the key combination for your phone's model (listed below), and power the phone on.
  3. When you see the welcome screen with a countdown, immediately press and hold they key combination until you see a password prompt.
  4. Enter "456" for the password and press OK
SoundPoint IP 500, 501, 550, 560, 600, 601, 650, 670 Press and Hold: 4, 6, 8 and *
SoundPoint IP 321, 331, 335, 450, 5000, 7000 Press and Hold: 1, 3, 5, 7
SoundPoint IP 4000, 6000 Press and Hold 6, 8 and *

Troubleshooting

Check the following if your phone doesn't get provisioned after a few reboots.

Is the phone connected to the internet?

Use the phone's on-screen menu to verify that it can connect to the internet. You can check if it has an internal IP address from your network.

This can typically be found under MenuStatusNetworkTCP/IP Parameters

Is ZTP supported?

Verify that your phone's firmware version is version 3.3.2 or newer. 

Go to MenuStatusPlatformApplicationMain

Is ZTP enabled?

If your phone's firmware version is between 3.3.2 and 4.0.8, you need to manually enable Polycom ZTP.

  1. Power off the phone, wait a few seconds, then power it back on.
  2. During the welcome screen, press Setup
  3. Enter "456" as the password.
  4. Select Server Menu and scroll down to ZTP
  5. Press Edit and change the setting to Enabled
  6. Press Exit a few times and select Save & Reboot

Does your phone have a Factory Certificate?

To use Polycom's ZTP service, the phone must still have it's factory certificate. If the phone's disk was ever formatted this certificate was also deleted - and can not be restored (don't format your phone's disk).

How to verify

  1. SelectMenuStatusPlatformPhone
  2. Scroll down to Device Certificate

If this is not set to "Factory Installed", the phone won't be able to connect to ZTP and it be will be necessary to manually enter the server details. 

Supported Models

All Polycom VVC and Polycom SoundPoint models running UCS version 3.3.2 or higher, and have a Factory Installed device certificate can be auto provisioned with Telzio and Polycom ZTP.

If your phone's firmware is older or you do no longer have a Factory Installed device certificate, you can still use Telzio's Auto Provisioning feature, by entering Telzio's provisioning server URL into the phone manually, along with the device specific credentials that are created when you add the phone under Devices on the Telzio website.

While all models should work, Telzio is continuously testing and experimenting with more models. These models are the ones you will see available when you add your phone to your Telzio account under "Devices".

If you do not see your specific model on the list, simply choose the closest one.

Manually Entering Provisioning Server Details

If your phone for one or another reason does not support ZTP (Zero Touch Provisioning), you can still enable auto provisioning by manually entering Telzio's provisioning server address, along with the phone's provisioning credentials. 

Firmware Version 4.0.0 and up

  1. Find the phone's IP address, by navigating to "Menu" -> "Settings" -> "Status" -> "Network" -> "TCP/IP Parameters".
  2. Open your web browser, and enter the IP address in your address field, beginning with "https://". 
    Example: https://192.168.0.5
  3. Log in as Administrator - the default password is "456".
  4. Navigate to "Settings" -> "Provisioning Server".
  5. Enter the "Server Addess", "Server User" and "Sever Password". Leave all other settings alone.
    These settings are unique to this particular phone, and can be found on the details page for the phone under Devices on your Telzio account.
  6. Press "Save".

Firmware Version 3.3.2 to 3.9.9

  1. Power on the phone and press "Setup" as soon as you see the welcome screen.
  2. Default password is "456".
  3. Navigate to "Server Menu", and enter the following settings:
    Server Type: HTTP
    Server Address: provision.telzio.com
    Server User: The auto-provision username for this device. Can be found on the details page of the phone under Devices on your Telzio account.
    Server Password: The auto-provision password for this device.
  4. Press "OK".

If neither of these methods work, you can still manually configure the phone. See the guides for Polycom VVX and Polycom Soundpoint.